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Underwhelmed by new Fibre

mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Underwhelmed by new Fibre

After finally getting up and running (http://community.plus.net/forum/index.php?topic=128530) I have found that my new fibre service hasn't lived up to my expectations and seems to differ wildly depending what time you use it.
When I first got up and running, during the day I got 74mb at the router connected via ethernet. I can't complain about this. However, the speed seems to have dropped somewhat since. For example, on a couple of occasions in the evening I had a connection but the speed dropped to 2mb and a high ping. On a few occasions the connection has disconnected as I am presented by the router splash screen. The wireless connection was poor from the default Plusnet technicolor router plus I found having the open reach router  unsightly so I swapped it for a home hub 5. The wireless performance has improved, but now the maximum connection is around 50mb. I have still seen the connection drop on a number of occasions since swapping to the home hub 5 as well.
I have tried to keep disconnections to a minimum to avoid the DLM process, however I suspect something is not quite right. It's hard to put my finger on the problem but the connection just feels slightly random and I don't feel I can rely on it.
What can I do to test the connection and make sure I am getting the most out of it?
Edit: Seems to be similarities with this topic: http://community.plus.net/forum/index.php/topic,126990.0.html
20 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Underwhelmed by new Fibre

Hi mada,
I've just run a couple of tests on your line and it looks as though there's a fault with one of the Copper Joints which is causing the issues you're seeing. Could you please raise a fault at http://faults.plus.net so we can get this sorted out for you?
Chris Pettitt
Cloud Environments Engineer
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Thanks for the quick reply, I have filled out the form although I am at work right now rather than at home using the connection.
It's interesting that you found a fault so quickly, would this require an engineer visit? The contracted engineer from BT was only at the house for about 10 minutes before. I did tell him my Sky broadband was unreliable but he said my connection to the cabinet was absolutely perfect and one of the best he had seen.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Underwhelmed by new Fibre

No problem.
The engineer was most likely commenting on the sync rate that he/she obtained at the time of installation which is always going to be at it's best since it's a brand new service. With regards to the fault itself, it really depends whether or not the engineer requests access to your phone socket for further testing.
As it stands at the moment, no engineer is required, however we'll let you know if that changes and arrange something with you.
Chris Pettitt
Cloud Environments Engineer
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Thanks for the clarification, if they need access internally that will be tricky but I will make sure someone is at home.
Do you know how long you expect until this is resolved? Will the line then go back to the full 74mb sync?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Underwhelmed by new Fibre

I can't make any guarantees on the speed side of things, however, as part of the work that will be carried out, a DLM Reset should be carried out which I would think will bring your speeds back up.
If an engineer is dispatched out without the need of a home visit, I'd give it 48 hours. If we require an engineer to visit, we'll contact you as soon as we're made aware that this is a requirement from our suppliers to arrange this.
Chris Pettitt
Cloud Environments Engineer
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Noted, thanks for dealing with this quickly.
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Ok slightly strange update.
My partner called me to say the BT engineer had arrived, this was news to me as I wasn't expecting anyone to arrive. Apparently she was told that we are on a priority service and the job had to be completed today.
That's a fantastic resolution to the issue (she said it's very quick but I haven't tested it yet myself) but the BT engineer was very fortunate someone was in!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Underwhelmed by new Fibre

I wasn't aware the engineer was attending the property, so that's news to me!
I'm glad the engineer has been all the same, I'll retest the line once we've got the engineers notes in for you Smiley
Chris Pettitt
Cloud Environments Engineer
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Ok great thanks!
Apparently the engineer said the line was extremely noisey, we never use the home phone so wouldn't have noticed it. Fingers crossed that's the source of our issues. It will be interesting to see if it looks good from your end. I'll be testing it tonight when I get home.
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Ok I have tested the connection. The home hub reports a sync of of 74/19mb which is great.
However, wired or wireless I'm getting 55mb via the BT wholesale test and speedtest.net. Would I expect the download speed to fluctuate at peak times?
I disconnected and reconnected just in case and the result was the same.
Any thoughts?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Underwhelmed by new Fibre

The Speed Profile on our side has recently updated. You should start to see a speed increase within the next couple of hours Smiley
Chris Pettitt
Cloud Environments Engineer
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

Everything looks good now, thanks for the quick resolution!
mada
Dabbler
Posts: 23
Registered: ‎23-06-2014

Re: Underwhelmed by new Fibre

This still seems to be an issue, whether it's exactly the same as the original issue I'm unsure but something is still wrong.
An engineer visited last Monday, you haven't communicated what the issue was to me, but my partner said the engineer couldn't see much wrong. He did make some kind of adjustment but he said he thought it was unlikely it would be contributing to the issue.
I have been out of the country with work for the past week, yesterday I was my first time using the connection and I experienced a number of disconnections which were exactly as described in the original thread. I reported this last night via my ticket (89145376) and again at lunch time today but I haven't heard anything. Every time an engineer needs to visit it costs me or my partner money as we have to take time off work. I have next Tuesday morning off so if another engineer is required then that's a good time for them to come.
On the whole I feel a bit disappointed with this. I know you use BT's infrastructure but nonetheless it's Plusnet I have a contract with. I have been very patient and understanding so far, but the connection is unreliable. When it works it's fantastic, but I don't feel the connection is reliable. I am presuming another engineer visit will be required, this will be the 3rd visit after installation. Surely I am not being unreasonable when I say this is excessive?
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Underwhelmed by new Fibre

Hi Mada,
Thanks for updating the faults ticket for us, this should be picked up for you shortly so it would be best to leave it where it stands at the moment. I can see from the RADIUS logs that you're dropping connection frequently again so I think this will end up with a further engineer visit once the faults team has taken another dig into the diagnostics and the notes from the latest engineer visit.
<img src="http://community.plus.net/visualradius/generated/image14084640526566.png"/>
We will attempt to get the next appointment for the 26th however we're at the mercy of engineer availability so there is always a slim chance that it could be later.